BT Engineer came on site and saw 2.8mb

PaulieWalnuts_2

I have been been liasing with PlusNet (PN) for nearly 3 months now regarding the poor performace of my line.

My typical performace is 0.25mb - I can download at around 25-30kbps

Recently PN arranged for a BT engineer to come and test my line. For those reading this who are familiar, he tested it using his equipment, with the face plate of the main socket off. He saw 2.8mb coming into my house.

I repeated the test using my equipment (Netgear DG834G connected via a LAN cable) with the faceplate off, and NOTHING else connected and I still only get 0.25mb.

I think Plusnet are finished with the ticket now (22206205) - they are saying "The reduction in speed is being produced as a result of your own equipment and not that of a fault on the service we are providing." I get very little "human" response on my ticket, and I feel like I'm being dumped.

I have tried every permutation on my line with three different modems, and I get the same result.

I made the point that the BT test was inconsistant that they were using their equipment not mine and connecting to the BT network not PlusNet. But PlusNet have ignored this comment.

Can anyone offer me any advice what to try or do next ?

Should I try another ISP ?

superscaper

Are you being consistant with your units? Eg was the engineer reading Mb/s and you're reading MB/s?

PaulK_3

BT used their own equipment as that is equipment that they know is working properly, they were only there to test the line to ensure that a certain speed could be achieved. He tested against the hidden master test socket which showed no problems with speeds. It could be that what you are plugging into the line is causing the problem.

skim

Could be your own internal cabling in the house causing the problem.

I had exactly the same problem recently - getting 0.5mbps & complained to plusnet. They sent out BT who found a bad connection on the wall outside my house. This raised the speed to 6 meg to the box outside but only 2 meg to the internal socket

He then suggested adding a ADSL faceplate downstairs (this separates the ADSL from the rest of the internal phone lines) which meant I couldn't use the filters etc upstairs & had to connect via wireless router to the new faceplate. Connection speed is now no less than 4 meg.

He said he could rewire it to upstairs but it'd cost more than £100 which I declined but he then gave me the cable to do it if I wanted to do it myself

Fifer

You have my sympathy. Plusnet provide a reasonably good and cost-effective service until you need to open a help ticket. I've only had to do it three times in four years fortunately, but each experience resulted in me being faced with weeks of incompetence, lies, evasion, arrogance and apathy.

cajef

PaulieWalnuts wrote: »

I repeated the test using my equipment (Netgear DG834G connected via a LAN cable) with the faceplate off, and NOTHING else connected and I still only get 0.25mb.

Is this the speed you are actually getting on a speed test or the downstream connection speed the Netgear is reporting.

cajef

Fifer wrote: »

I've only had to do it three times in four years fortunately, but each experience resulted in me being faced with weeks of incompetence, lies, evasion, arrogance and apathy.

I do not think Plusnet are better or worse than any other ISP and lot depends on the type of fault, at least you are not talking to someone in an Indian call centre, I can only talk from the one experience in 2 years I had of their CS, I lost my connection, raised a ticket and the problem (a card fault in the exchange) was sorted and I was back on line in 3 days, maybe I was lucky but personally I cannot fault their service.

matty2767

i am running my bb connection directly from the master socket behind the main faceplate. i get connection speeds upto 7meg this way. if i put the plate back on and connect through the front i get 0.1. there must be a fault somewhere in one of my extensions or the cabling.

penrhyn

Hi chaps,

I found this article very useful in sorting out dodgy extension wiring, the main trick is to only use two wires, pins 2 and 5 for your extensions.

http://www.dslzoneuk.net/socket.php?type=html

Inactive

I left Plusnet last November, my speeds immediatly increased dramatically and have stayed high since.

Sadly, you get what you pay for with ISP's.

Hazzanet

albertross wrote: »

As SS says, make sure you are consistent with your units.

http://www.speedtest.bbmax.co.uk/

"Download Speed: 8443 kbps (1055.4 KB/sec ) Upload Speed: 366 kbps (45.8 KB/sec )"

Now, I don't believe that for one minute!